Agents toggled 15 systems while a rigid bot escalated 26% of chats. AI now resolves routine cases, cutting escalations by 15%.
A national, member-owned credit union with over $6 billion in assets and 360,000 members, expanded through employer partnerships with major employers like Target and GEICO.
Their legacy chatbot relied on static flows and returned article links instead of direct answers, with 26% of chats escalating to a human even for...
“It was like watching a duck glide across a pond — calm on the surface but paddling frantically underneath.”
Credit union offering banking, loan, and investment services for members.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
BCU's Member service is part of this use case:
Related implementations across industries and use cases
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Rigid chatbots frustrated users. Reasoning AI agents now resolve deposit and password needs, freeing staff for complex financial care.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Rigid chatbots frustrated users. Reasoning AI agents now resolve deposit and password needs, freeing staff for complex financial care.
Analysts couldn't touch the data—every question funneled through engineers, taking hours or weeks. Now they get answers in seconds.
Finance spent six hours stitching four data sources into fully burdened cost models. Now, they use AI to generate them in minutes.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Agents toggled 15 systems while a rigid bot escalated 26% of chats. AI now resolves routine cases, cutting escalations by 15%.
A national, member-owned credit union with over $6 billion in assets and 360,000 members, expanded through employer partnerships with major employers like Target and GEICO.
Their legacy chatbot relied on static flows and returned article links instead of direct answers, with 26% of chats escalating to a human even for...
“It was like watching a duck glide across a pond — calm on the surface but paddling frantically underneath.”
Credit union offering banking, loan, and investment services for members.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
BCU's Member service is part of this use case:
Related implementations across industries and use cases
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Rigid chatbots frustrated users. Reasoning AI agents now resolve deposit and password needs, freeing staff for complex financial care.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Rigid chatbots frustrated users. Reasoning AI agents now resolve deposit and password needs, freeing staff for complex financial care.
Analysts couldn't touch the data—every question funneled through engineers, taking hours or weeks. Now they get answers in seconds.
Finance spent six hours stitching four data sources into fully burdened cost models. Now, they use AI to generate them in minutes.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.